National Logistics & Customer Service Manager

Job Position - National Logistics & Customer Service Manager

Function - Supply Chain

Report to - Head – Planning & Logistics

Supervise - Primary Logistics Manager, Warehouse Operations Manager, Customer service manager

Location - Head Office – Gurgaon

Purpose

To lead the end-to-end logistics and customer service operations, driving service excellence for Traditional Trade, Modern Trade, E commerce and Quick Commerce platforms. The role focuses on high-velocity fulfillment, cost-to-serve optimization, and inventory accuracy across a national multi-DC network

Logistics Operations

• Lead End to End Logistics Operations including Freight-In, Freight-Out & Warehousing operations
• Logistics Cost as % of sales revenue

Logistics Cost budget

• Planning & control
• Annual Logistics Budget & Deviation Report

Network optimization and evolution

• Annual review of logistics network for optimization
• 3-Year & 5-year logistics network planning in line with business realties & growth

Vendor Management

• Contract renewals / new vendor onboarding before contract expiry of current vendors
• Negotiate and manage contracts with national transporters and 3PL partners to ensure seamless operations including scalability during peak seasons

Process standardization & compliance

• Regulatory compliance and QMS adherence at DCs
• Ensure modern regulatory compliant infrastructure and proper inventory upkeep at DCs, implement QMS

Inventory accuracy at depots

• Inventory accuracy, No SLOB creation due to dispatch non-compliance of FIFO
• Improve processes to ensure adherence to FIFO in line with shelf-life requirements of different channels/accounts, Strengthen put-away and pick operations at depot

Data-Driven Decision Making

• Development of real-time KPI dashboard(s)
• Use SAP/ERP/WMS tools to monitor real-time dashboards for inventory aging, freight costs, and customer fill rates

Order-to-Cash

• Error free order processing for alternate channels
• Streamline central order processing for high volumes of POs across alternate channels

Service Level Excellence:

• % Case Fill Rate (CFR) and % Line Fill Rate (LFR) for MT accounts
• Strive for best-in-class Fill Rate and OTIF (On-Time In-Full) to avoid commercial penalties and out-of-stock (OOS) situations on digital shelves

Account Management

• Direct engagement with supply chain heads of key accounts (Reliance, DMart, Amazon) to align on Joint Business Plans (JBP) and replenishment cycles

Campaign Readiness

• Lead logistics planning for high-traffic events like Amazon Prime Day or Flipkart Big Billion Days, ensuring stock availability at Amazon/Flipkart Sort Centers

Internal & External Stakeholders

Internal

1. Sales & Marketing Teams: Collaborate to provide best-in-class service solutions
2. Supply Planning & Manufacturing teams Work closely to understand SKU availability and inventory build-ups; manage space availability at depots
3. Cross-Functional Stakeholders (CEO, CFO, COO, CMO, etc.): Jointly set objectives; conduct business reviews to track achievement against KPIs; identify gaps and drive continuous improvement strategies.

External

1. MT account supply chain teams : Ensure improved service levels through timely supply and proactive communication.

Skills Required

• Strong analytical and problem-solving skills
• Ability to collaborate, understand, and challenge cross-functional teams to achieve objectives at optimal cost
• Resilience and adaptability to work in an agile, fast-paced environment with shifting priorities
• Effective communication and stakeholder management skills
• Strong business acumen with focus on service excellence and continuous improvement
• In-depth conceptual understanding of Warehousing, modern regulatory compliant infrastructure, inventory upkeep, process standardization & QMS implementation

Qualifications

• Education: Post-graduation in Operations, Supply Chain, or Industrial Engineering (PGDIE/PGDIM) from Tier-1 institutes
• Experience: 8-10 years in FMCG supply chain, with at least 2–4 years specifically managing modern trade or e-commerce logistics
• Technical Proficiencies: Planning systems proficiency, Warehouse Management Systems (WMS), TMS & route optimization